Ep180: How you need to respond to rising customer expectations or risk losing business

Jonathan Allan, Chief Marketing Officer, Puzzel

The pandemic has brought with it sweeping changes in customer behaviours and expectations. Willingness to self-serve has increased exponentially and voice-assisted service has also grown. However, expectations have also grown – what customers need, how and when they need it – has changed and banks need to adapt to ensure they are providing the type of support customers value. Otherwise, as Jonathan Allan of Puzzel told Robin Amlot of IBS Intelligence, those customers will look elsewhere.